Sytner Group, operates 140 sites in the UK, with a staff of 5,800. The company’s ethos is to deliver a consistent and personal customer experience across all points of contact with a customer, from first point of inquiry to the conclusion of a sale, or until a query has been resolved.
Sytner has seen a decline in the number of customers visiting a car dealership in order to research car options. Instead, an increasing number of customers start their car research online and often during the evening when they are at home. Meeting a customer during the early part of their research is important and Sytner decided that it needed to meet these customers on its website, and offer them a similar customer experience
to the one they would receive in the dealership.